CUSTOMER SERVICE - ONLINE

ONLINE ORDERS

  • ​All products are subject to availability.
  • Once your order has been placed you will receive a confirmation email.
  • You will receive a second email upon your order being approved and processed, at which point your order will be dispatched.
  • All national orders are shipped during business hours 9am-5pm Monday to Friday and take between two to three working days for delivery once processed.
  • In the unlikely event that the products you have ordered are no longer in stock we will inform you as-soon-as-possible and your credit card will not be charged or will be reimbursed immediately 
  • Online stock is shared between our bricks and mortar store in Christchurch and our online store. We try to maintain accurate inventory at all times.
  • Gift cards are unable to be sold or redeemed online at this stage.  Call us if you need any help, we can manually redeem them over the phone. 

UNFULFILLED ORDERS

We try to maintain an up-to-date inventory of all items in stock.  However in the unlikely event that an item you have purchased is no longer in stock you will be notified by email as soon as possible and your credit card will either not be charged or you will be refunded immediately.


RETURNS POLICY

We will accept returns under our 'returns policy' as follows.

  • Our policy lasts five working days.  If five working days have gone by since your purchase, unfortunately we can’t offer you an exchange or refund.
  • To be eligible for a return, you must make contact with us within 48 hours, your item must be returned unused and in the same condition that you received it within seven days of you receiving the item. It must also be in the original packaging, the packaging (shoe box) must also be undamaged or a fee may be incurred.
  • See our 'Returns & Exchanges Page' for further details.

NON-RETURNABLE ITEMS

  • ​Sale items.
  • Gift cards.
  • Any item that is returned more than seven days after delivery.

REFUNDS 

Once your return is received and inspected we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the return is approved, then your refund will be processed and a credit will automatically be applied to the credit card used to make the original payment.

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.  However, if the item is faulty then we will meet our obligations under the Consumer Guarantees Act.

EXCHANGES

If you need to exchange for the same item, please let us know!  We will refund items if they are defective or damaged and no replacement item is available.


RETURN SHIPPING

Return shipping is the responsibility of the customer.  You will be responsible for paying for your own shipping costs for returning your item. We recommend using Track and Trace as the shoes are your responsibility until we receive them.


FAULTY ITEMS

  • In the unfortunate situation when there is an issue with the item that you have purchased from us, please make contact with us as soon as possible so we may resolve the problem as quickly as we can!  You are welcome to email pictures to us.
  • These situations can be difficult and a little awkward for everyone - we try really hard to make this process as smooth as possible for everyone!  We assure you that we really do care and will communicate with you throughout this process.
  • Our store policy is that all faulty items are to be assessed by WINK HQ, we get advice from our suppliers / shoe cobblers and then make an informed decision about the next step.  Often it is a very easy repair job - after-all there is a massive human element in the manufacturing of footwear and mistakes do happen!! Please note that, as per the Consumer Guarantees Act, we have the right to repair minor faults, to establish if there is a fault or if it is caused from general wear - we expect a lot from our shoes these days, so please be mindful that scuffing, wear of heels or soles over time is not considered to be a fault, shoe care is an integral part of maintaining your footwear and caring for them over time.  
  • If we cannot repair the item then we will try our best to replace them and if not you can choose between a store credit or a refund. 

 Please feel free to make contact with us at anytime :)